Surveys & Feedback

Customer Experience Surveys & Feedback

Customer experience surveys are powerful tools that allow you to gather data about customers’ opinions and feedback about their personal experience with your brand. The insights gained from these surveys can be invaluable, within limits and when utilized appropriately. They provide data that can help identify what matters most to your customers, reveal problem areas, and highlight opportunities for growth and development.

Creating an effective customer experience survey is about more than asking “how likely are you to recommend this business?” It’s about gathering key insights, and most importantly, showing customers you value their feedback by taking acting on the results.

Add Measurements to Your Customer Experience Metrics

I led the “Developing Customer-Focused Metrics to Drive Your Customer Experience (B2B)” Unwound Sharing Session at last week’s CXPA Insights Exchange. This was a session where participants shared what’s working for them.

As we shared our best practices, one member pointed out how we were all focusing on metrics – questionnaire-based responses from customers. And sure enough, most of the debate revolved around whether to use Net Promoter Score, the Loyalty Index, satisfaction, or another survey-based metric.  This makes sense – we often have a budget for this type of work, and this is one of the few areas where the customer experience team may actually have some control.  So it’s what we typically use to gauge how our customer experience is doing.

And what’s wrong with that?  Nothing by itself. Except that these measurements can feel disconnected for your teams that are trying to deliver a great customer experience. Telling teams to improve their Net Promoter Score is equivalent of telling managers to make their employees happier.  Both are good goals, but neither gives any direction about how to do it. Read more

Off-Topic: Nominate a Minnesota community leader

As a high school sophomore, I attended the HOBY conference. HOBY is an international organization that develops leadership in high school students. In Minnesota, youth from the last six years have provided over 26,000 hours of service back to their communities!

We host an annual Cheers Dinner to recognize not just our youth, but also those in the greater community who truly make a difference. We are looking for nominations in the following categories:

  • HOBY Outstanding Youth Award:  Awarded to an outstanding Minnesota youth, 13 to 18 years old, who has a consistent track record of volunteerism and clearly demonstrates a sense of social responsibility. The recipient does not need to be a HOBY alumnus.
  • HOBY Outstanding Community Leadership Award: Awarded to an adult who makes a difference in the lives of youth, with a focus on developing leadership and integrity in children and young people. The nominee must be 18 years of age or older, but does not need to be a HOBY alumnus.
  • Outstanding HOBY Alumnus Award: An award given to a HOBY alumnus who continues to give back to the community. This person must be a HOBY alumnus, but does not need to be an alumnus of the Minnesota program.

You can view more in the HOBY Cheers Dinner Nomination Flyer, or go to http://jotform.us/dherbel/2014_HOBY_Cheers_Award_Nomination to nominate somebody today!

Logitech: Sometimes Automation isn’t Your Friend

I received this email today.  While this is a B2C example, I think we can all see the risks inherent to any of our businesses.  I did not edit this email at all, outside of deleting the reference number.

Hi Jim,
This is <agent first name>, from The Logitech Customer Care Team.
How’s everything going, Jim?  We have sent a response and we haven’t heard back anything from you. We just want to make sure that we were able to address your concerns before the system automatically tag your case as closed.
Is there anything else I can help you with? If your issue has not been resolved, please do not hesitate to update me.
If you have any additional questions, please feel free to visit our website at http://logitech.com  or reply to this e-mail.
This is your support reference number: [reference number].
Thank you for choosing Logitech and have a wonderful day.
Sincerely Yours,
<agent first name>
Logitech Customer Care Inc.

Now, this wasn’t the most personal email I’ve ever received.  Especially since this is the third time I have received this exact email from a tech!

Scripts are useful, and they help ensure consistent service.  But over-reliance on them really doesn’t help. Using the exact same message coming three times shows you are inauthentic, let alone signing off as <agent first name>!

Have a great holiday weekend!

<customer experience blogger>

Customer Effort Score: How Hard is it to be Your Customer?

How much effort is your customer experience?Are you familiar with the Customer Effort Score (CES)?  It is rapidly gaining converts as a way to measure the transactions that make up your customer experience.

(Editor’s note: More details on the CES 2.0 can be found here.)

The Net Promoter Score, or NPS, measures your overall customer experience.  But it doesn’t show where to focus to improve your results.  Imagine telling your store manager, B2B sales team, or director of your call center only that “Your NPS scores are low. Fix them!”  Where do they begin?

Transactional measurements show what segments of your experience impact your customer loyalty. Some companies have tried to use NPS to measure transactions, but it was never designed for this.  Asking “Would you recommend your call center rep?” doesn’t work, as most customers have no desire to call your call center in the first place.  Similarly, “Would you recommend [Company] website”  causes confusion – are your customers recommending the company behind the website, the design, the functionality, or all three?  This is where the Customer Effort Score shines.

When customers have to expend more effort than they expect, they leave.  High effort equals low customer loyalty.  The CES helps you monitor this.

Read more